Rohan Jassal
WOLVERHAMPTON,West Midlands
Summary
Dedicated IT professional with over 6 years of experience in technical support, specialising in Microsoft 365, Exchange Online, and Active Directory. Skilled in user account management and device support within on-call environments. Strong problem-solving abilities and proactive communication ensure effective collaboration with team members and clients. Committed to delivering high-quality service and eager to embrace new challenges.
Overview
1
1
Certification
5
5
years of professional experience
Work History
IT Support
Rethink Mental Illness
01.2022 - Current
- Provide first-line IT support, acting as the go-to person for staff needing assistance with hardware, software, network issues, and system access.
- Troubleshoot and resolve technical issues remotely and on-site, including diagnosing faults, replacing/repairing equipment, and assisting with login and access problems.
- Managed user accounts, permissions, and access within Active Directory, ensuring seamless account creation, updates, and troubleshooting of access issues.
- Supported and administered Microsoft 365 services, resolving issues related to Exchange Online, email configuration, and user support.
- Manage and support company devices, including configuring, deploying, and maintaining laptops, desktops, and peripherals across the organisation.
- Support staff with software installations, updates, device configuration, and hardware setups.
- Maintain service desk tickets, prioritise incoming requests, and escalate more complex issues when required.
- Ensure user satisfaction through clear communication, managing expectations, and explaining technical issues in non-technical terms.
- Assist with IT asset management, maintaining equipment inventory, and supporting the deployment and disposal of hardware.
- Created and maintained IT documentation and knowledge base articles in Zendesk, enhancing ticket resolution and facilitating knowledge sharing through troubleshooting guides and user support articles.
IT Apprentice
Sian Computers
03.2021 - 05.2021
- Supported customers with technology queries, providing advice and ensuring positive service experiences.
- Acquired practical skills through direct involvement in customer service and technical repair tasks. in both customer liaison and technical repair tasks, built foundations in hardware handling and customer service.
- Conducted hardware repairs, including screen replacements, to maintain device functionality and appearance.
- Assisted with inventory management: stocked shelves and organised hardware/software components to ensure efficient operations.
Skills
- Technical support
- Microsoft 365 administration
- Network troubleshooting
- Device configuration
- User account management
- Remote support
- Device repair
- Technical documentation
- Asset management
- Issue escalation
- Problem solving
- Technical communication
- Customer service
- Knowledge sharing
Certification
- Certificate in Service Desk Skills – Level 1, Strategic Technology Initiatives Ltd, 2023-07-01
- Certificate in Service Desk Skills – Level 2, Strategic Technology Initiatives Ltd, 2023-10-01
- Exceptional Service Skills for Technical People / Support, Hamilton Mercer, 2022-03-01
- SDI Awards - Service of the Year, Service Desk Institute (SDI), 2025-03-01
Custom
- Mark Ella, Director of Technology Services, Rethink Mental Illness, Mark.Ella@rethink.org, 07483368714
- Robert Allen, Director, Sian Computers, siancomputers1@gmail.com, 01902 651698
Timeline
IT Support
Rethink Mental Illness
01.2022 - Current
IT Apprentice
Sian Computers
03.2021 - 05.2021